KCS - My Client's Credit Card Isn't Processing When I Record The Payment Manually

Issue:

  • When charging a clients credit card in Clio (not via link/Clio Payments), it does not process and fails right away.
  • The payment attempt does not show up in Payments tab

Environment:

  • Clio Web App

Additional Information:

For more information about Clio Payments, visit here.

Cause:

The Contact's address is not formatted correctly. If the State/Province is written out instead of abbreviated it will cause a failure in the transaction.

Resolution:

  1. Go to the Contact Card of the effected user
  2. Click Edit in the top, righthand corner
  3. Scroll down until you see their address
  4. Ensure all the State/Province is abbreviated (i.e. BC instead of British Columbia)
  5. Scroll to the bottom and click Update Person

 

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